Chances are you have this book in your hand because you run, or work in, or have something to do with a call center. Chances are also that when people outside work ask you what you do, you have to explain to them exactly what a call center is, and they don t always get it. They focus on the things that they dislike about call centers those telemarketing calls they get at dinnertime or when they re putting the baby to bed. Or the long time they spend on hold trying to get someone to explain why there s an error on their bank statement.

Obviously there s more to call centers than the face they present to the consumer. But that s the reality people interact with call centers all the time, and often come away frustrated and bewildered. That s one of the main reasons this book exists: to help you improve the way the call center operates, and following that, to improve the relationship between your company and your customers.

This book is for anyone who works in a call center. For anyone who sells by phone. Or who helps customers. It s about all the stuff that s used in call centers, the technology, hardware and software. It s also about the kinds of services that call centers buy, things like toll free and long distance services, outsourced call center help, site selection assistance and consulting. And it s about the people who work in centers: how to keep reps happy, interested, well...